ITSM Operations Manager

About the role

The Service Experience and Operations Manager is a senior leadership role based in Pune, responsible for unifying frontline service delivery, major incident leadership, service assurance and ITIL governance across a global operating rhythm. Reporting to the Director of Service Management, the role oversees the Service Desk, Major Incident Management and ITIL governance functions for a growing insurance‑sector GCC.

Key responsibilities

• Provide leadership across Service Desk, Major Incident Management and ITIL governance, defining accountabilities, priorities and escalation paths globally.
• Own the integrated operating model linking Service Experience & Frontline Operations with Service Operations & Control.
• Establish global service‑assurance governance, including KPI/KRI definitions, executive dashboards and review cadences.
• Act as senior escalation point for material service disruptions, ensuring restoration and effective communication.
• Chair forums on service performance, major incidents and continual improvement, converting data into decisions and tracked benefits.
• Define and enforce ITIL 4 standards, policies, RACI and evidence requirements while coordinating with related service‑management functions.

Required profile

• Minimum 15 years of professional experience with substantial leadership in enterprise IT service operations, Service Desk and Major Incident Management.
• Bachelor’s degree or equivalent in technology, service management, engineering or business operations.
• Proven track record of governing service performance, KPI/KRI frameworks and executive escalation in a complex global organization.
• Experience leading managers and multidisciplinary service teams, preferably in a regulated, insurance or financial‑services environment.
• Strong command of high‑impact incident oversight and communication under pressure.

Required skills

• ITIL 4 (Foundation and advanced modules)
• ServiceNow ITSM functional expertise and reporting
• ITSM best‑practice implementation
• SIAM/service‑integration concepts
• ISO/IEC 20000 knowledge
• Lean Six Sigma methodology